Hostrocket pulls site for no reason again

[Kimberly]

As of Monday morning I am looking for a new host. This is the second time my site as gone down and it was posted I am not paying my bill. In these two times my site was down lost a lot more money that it worth the loose of money I spend to pay a year in advance. I am totally feed up. All I did was install a script for hostrocket add on script and when it caused a problem, my site was pulled. Then I delete the whole script and subdomain then I am being told it is still making problems when the script is not even installed any longer.

I am feed up
Kimberly

[Ruben]

Have you checked your server load?

[Kimberly]

how can it be my loading when what is messing up is not even there? It was deleted.

[Silmaril8n]

how can it be my loading when what is messing up is not even there? It was deleted.
Could it have been something else on your account? Do you have very high traffic?

[Kimberly]

How if I deleted the file they said caused the problem from the add-on scripts? I deleted the file two weeks ago. They need to fix the problem and tell me it is fixed.

[Viper007Bond]

Just because it's in the add-on scripts doesn't mean that under all circumstances it's going to be okay. I believe phpBB is one of those pre-installed scripts and it wouldn't be okay if you have 1000 users on a forum at once on a shared account. ;)

[Silmaril8n]

How if I deleted the file they said caused the problem from the add-on scripts? I deleted the file two weeks ago. They need to fix the problem and tell me it is fixed.
I understand that you fixed a problem a few weeks ago with a script. However, my question is, is it possible that something different/new was causing the issue?

[Kimberly]

I understand that you fixed a problem a few weeks ago with a script. However, my question is, is it possible that something different/new was causing the issue?

NO NO NO - they said yesterday is was the same sub-domain and script of """THEIR""" add on scripts that I deleted two weeks ago!!!!! I can’t even use the THEIR add on scripts which I am PAYING for out of fear my site will go down.

[Kimberly]

All I want is someone to come to me and explain what has happened and let me know it is fixed and that I can use add-on script. Is the to much to ask?

[Silmaril8n]

All I want is someone to come to me and explain what has happened and let me know it is fixed and that I can use add-on script. Is the to much to ask?
I would think not. What is being done through your communication with HR?

[Ruben]

I think that question was rhetorical ;)

[Kimberly]

I would think not. What is being done through your communication with HR?

I have sent a snail mail letter, done trouble tickets and talked to them on the phone. I have even ask if I need to get a dedicated server. The best I have gotten is they will note my account so when this happens again they will disable only the file causing the problem. What makes that so rich is last time I ask them if they could disable only that one file and they said no, they could not do that. That makes a bit hard to trust them when I getting answers like that and if they know this one file I deleted is doing this, then why not disable it now. Why wait? I don’t think I should have to wait for my site to go down again. I think the problem should be fixed.

[Kimberly]

I think that question was rhetorical ;)


Sorry for being so upset and short with everyone. I am just at my wits end right now. I had for the most part good service with Hostrocket these past five years and not really wanting to change host but I feel like I have my back up against the wall right now. If they had said technical problems or something else it would not have been to bad. BUT! To tell people I am not paying my bill is totally unacceptable. Everyone had a tech problem now and again, that is life but……… at least as I search for a new host I am finding places that will move my site over to them for me. If Hostrocket can’t deal with this problem and fix it, I don’t see how I can be expected to stay with them.

It is a real pain when you don't really want to leave a host but are pushed out by bad customer service.

[iDxMan]

Sounds pretty lame to me. Even if the issue was due to billing (which by your account it wasn't) it seems in bad taste to display this as the error. It gives your business a bad presence and as a customer I wouldn't think twice about purchasing elsewhere.

What script was this? Perhaps something that caused too much load/traffic which in turn exceeded the amount you've paid for??

-r

[Kimberly]

Sounds pretty lame to me. Even if the issue was due to billing (which by your account it wasn't) it seems in bad taste to display this as the error. It gives your business a bad presence and as a customer I wouldn't think twice about purchasing elsewhere.

What script was this? Perhaps something that caused too much load/traffic which in turn exceeded the amount you've paid for??

-r

Eactly, who wants to shop at a site who can't pay their bills. It was the livechat script they offer which has been uninstalled two weeks ago so this should not have happened.

However I did get a phone call for Hostrocket tonight and the problem is being addressed. That is a big step forward in my mind. The message of not paying the bill is a generic message which I talked to them about also.

I should know more soon about this problem and will post the end result, which I hope is a good one.

[Kimberly]

Update: I guess I am need to move to a semi-dedicated host. I just send a trouble ticket to get that done. Now to wait and see if that fixes the problem. I have decided to have faith HostRocket will help me get this problem solved by upgrading.

Kimberly

[Brendan]

Eactly, who wants to shop at a site who can't pay their bills. It was the livechat script they offer which has been uninstalled two weeks ago so this should not have happened.

However I did get a phone call for Hostrocket tonight and the problem is being addressed. That is a big step forward in my mind. The message of not paying the bill is a generic message which I talked to them about also.

I should know more soon about this problem and will post the end result, which I hope is a good one.


What was the exact message that was up and what was the reference to billing? None of our site suspended messages should say anything about billing.

-Brendan

[Kimberly]

What was the exact message that was up and what was the reference to billing? None of our site suspended messages should say anything about billing.

-Brendan

Honestly, I can’t give you the exact wording off the top of my head but it did say my site was suspended due to billing problems. Of course I came back to the office with a voice mail full of freaked out customers wanting their money back. I talked to Timothy last night and he said it is the generic message and he would talk to someone about it. The only thing that bothers me right now is I wish someone would have let me know my site was using so many resources so I can have moved to a semi-dedicated host before my site was suspended. On my control panel I could see I had enough bandwidth and if there some other way to tell I need to updates, I do not know what it is.

I just want to get updated and move on. I have been with HostRocket for years and would like to stay with you. Besides one time when my site when down several years ago, service has never been a problem. I talked to a tech today who gave me a good answer so I feel better. He actually was the one who suspened it and could say why it happened which is what I needed, a real answer.


Kimberly

[KLH]

Sorry for being so upset and short with everyone.
I just have to say it....


Is it because of PMS? ;)

[Silmaril8n]

Well, if you're going by the definition in her sig... then yes! Otherwise... you're treading in dangerous waters my friend :)

[Kimberly]

I just have to say it....


Is it because of PMS? ;)

Thanks, I need that! Between office remodeling, financial advisers, kids and girlfriends home on college spring break last week “ALL” staying at my house (I won’t even start on that one), 50 billion other things, then this with my web page – Well ............. We are all lucky I am not a nightly news story of a old women running around naked pulling my hair out … hehehehe.

Thanks, I needed to remember I can smile.

[Brendan]

Hi,

As for the suspended message, we have located the issue. The official page that you 'should' have been seeing is:

http://host78.hrwebservices.net/suspended.page/

However you may have seen this one:

http://host3.hrwebservices.net/suspended.page/

Which is the default if ours is not copied over it. I have people double checking it now to make sure this doesnt happen to you or anyone else again, as you are correct it does imply that there may be a billing issue which is why we made our alternate one to begin with.

-Brendan

[Kimberly]

Hi,

As for the suspended message, we have located the issue. The official page that you 'should' have been seeing is:

http://host78.hrwebservices.net/suspended.page/

However you may have seen this one:

http://host3.hrwebservices.net/suspended.page/

Which is the default if ours is not copied over it. I have people double checking it now to make sure this doesnt happen to you or anyone else again, as you are correct it does imply that there may be a billing issue which is why we made our alternate one to begin with.

-Brendan


I could be wrong but personally, I feel “Please contact the billing/support department as soon as possible.” Indicates the person has not paid there bill. I don’t even think “account suspended” should be used because that is damaging to a companies reputation. Look at my site, my site grew, I needed to update but no one warned me of this so it was put up I did something wrong to warrant a suspension. Just say something like “This site is temporarily unavailable, please contact your hosting service.” That means there is no blame, it is "just" unavailable. No harm not foul.

From the dictionary

1. Suspended: To bar for a period from a privilege, office, or position, usually as a punishment: suspend a student from school.

If you says I am suspended then company such as google adsense could see my page and assume I am being punished for wrong doing and also suspend my account till I could prove other wise. Lord know my other clients and investors wanted to know what I did wrong to get suspended then saw the billing and assumed I did not pay my bill.

Just my 2 cents
Kimberly

[KLH]

I just checked those 2 sites, and they both said the same thing.
This Account Has Been Suspended
Please contact the billing/support department as soon as possible.

But when I go to this page: http://host42.hrwebservices.net/suspended.page/
It has something different, a much better approach in my opinion, and I am sure Kimberly would agree with me.

[Silmaril8n]

That page looks good and very neutral.

[Brendan]

I just checked those 2 sites, and they both said the same thing.


But when I go to this page: http://host42.hrwebservices.net/suspended.page/
It has something different, a much better approach in my opinion, and I am sure Kimberly would agree with me.


Thats what i meant to link to the first time, my bad. Thats the page we had created to deal with this very problem previously.

-Brendan

[Kimberly]

I just checked those 2 sites, and they both said the same thing.


But when I go to this page: http://host42.hrwebservices.net/suspended.page/
It has something different, a much better approach in my opinion, and I am sure Kimberly would agree with me.

that is PERFECT!!!!!

[Kimberly]

Thats what i meant to link to the first time, my bad. Thats the page we had created to deal with this very problem previously.

-Brendan

Thank you, now if there is a problem I have time to cope with a message like that.

[HRTimothy]

Thank you, now if there is a problem I have time to cope with a message like that.

Great. Hopefully that won't happen again. I hope we've resolved all of your issues Kimberly as you have been a great customer since 2001. Please let us know if you have any additional problems, suggestions, or concerns.

[Kimberly]

Great. Hopefully that won't happen again. I hope we've resolved all of your issues Kimberly as you have been a great customer since 2001. Please let us know if you have any additional problems, suggestions, or concerns.


I feel like we are on the right path and it was worth getting this fixed rather than changing host. I am excited to get changed to a semi-dedicated host and hope to be coming back to you for a dedicated host in the next year or so.

Thank you very much for all your time and effort
Kimberly

[HRTimothy]

I feel like we are on the right path and it was worth getting this fixed rather than changing host. I am excited to get changed to a semi-dedicated host and hope to be coming back to you for a dedicated host in the next year or so.

Thank you very much for all your time and effort
Kimberly

Kimberly, be on the lookout. We're celebrating St Patrick's Day in a big way. Later this evening, I'll be announcing a pretty amazing dedicated sale just in case you were interested in that.

[Kimberly]

Kimberly, be on the lookout. We're celebrating St Patrick's Day in a big way. Later this evening, I'll be announcing a pretty amazing dedicated sale just in case you were interested in that.


The main reason I didn't just go with a dedicated server was even after reading knowledge base and then where it says; "Cpanel is also offered. Advanced users can opt to not have cpanel installed, but for users not familiar with the linux command line, having cpanel is a great advantage." I found myself very confused on what the dedicated server offer. It just to the cpanel or are there other features?

Kimberly

[HRTimothy]

The main reason I didn't just go with a dedicated server was even after reading knowledge base and then where it says; "Cpanel is also offered. Advanced users can opt to not have cpanel installed, but for users not familiar with the linux command line, having cpanel is a great advantage." I found myself very confused on what the dedicated server offer. It just to the cpanel or are there other features?

Kimberly

You can have cPanel on dedicated servers if you'd like, but you also have access to quite a few other more advanced features. The best thing to do is to give us a call at 1-800-545-6737 and let one of our sales consultants clarify all the differences and advantages a dedicated server offers.

[KLH]

With the first month free, and only $50/month, it's a pretty good deal!

If only I could get one with Windows, that would be a good deal!