Websites Removed From My Reseller Account

[Mase]

Hi

I purchased a reseller account called tigerserve.com in Sep 2006. I already owned a silver website hosting package called supercrab.com which I owned for 3 years and had it transferred to my reseller account. I also created 2 other website hostings on my reseller account called murciavilla.com and rodelsoftware.co.uk.

I recently received an email saying that the payment for hosting supercrab.com was overdue even though I had transfered it onto my own hosting reseller package. I thought the email must have been a mistake. Since then it appears that it has been removed completely and also my other reseller website hostings rodelsoftware.co.uk and murciavilla.com do not show in my WHM list of website hostings. murciavilla.com and rodelsoftware.co.uk are still online but I cannot administer them from my WHM. It seems there has been confusion regarding my own 'hosted' website hostings on my account.

I have been paying for the reseller service since 26 Sep 2006 and feel that my website hostings should have not been deleted. What is the point of having a reseller package if all the website hostings I create with it are suddenly removed? Can you please check this as I genuinely believe you have made a mistake and I cannot afford to allow client's website hostings become deleted.

28 Dec. 2006 Payment To eUKhost Completed Details -£9.99 GBP £0.00 GBP -£9.99 GBP
28 Nov. 2006 Payment To eUKhost Completed Details -£9.99 GBP £0.00 GBP -£9.99 GBP
28 Oct. 2006 Payment To eUKhost Completed Details -£9.99 GBP £0.00 GBP -£9.99 GBP
27 Sep. 2006 Payment To eUKhost Completed Details -£9.99 GBP £0.00 GBP -£9.99 GBP

Regards
Maso

[eUKhost.com]

Hello Maso,

You should have requested our billing department to remove package of supercrab.com and move its hosting under the reseller account. Our billing system automatically terminates accounts which are not paid for more than 60 days but we dont remove backups for 6 months to allow customers to get their data back in case they face any problem in future.

Though you moved supercrab.com in your reseller account but it was terminated by the billing system as the invoice was due in it.

Right now I sorted ownership problem for other 2 domains you mentioned and they should show in your WHM now. You will need to open a ticket for our support team to restore backup of supercrab.com and add it under your WHM.

[Mase]

Hi,

Thanks for your quick response eUK I can understand what has happened regarding the billing with Supercrab.com. I wasn't aware that billing had to be moved with the website hosting at the time and it's not entirely obvious. Perhaps this is something you could raise with the support team so that customers are reminded of this when transferring domains?

I am happy with the service provided though

Thanks
Maso

[Mase]

My domains still aren't showing in WHM. Should i raise another call to sort this?

Thanks

[eUKhost.com]

This time I got it sorted and verified listing of your 3 accounts in your WHM.

I apologize for the inconvenience but we can say that it the problem with supercrab was sheer bad luck and hopefully such thing should not repeat. There was no involvement of support staff in it as it was terminated by the billing system automatically.

[Mase]

Hi,

Thanks for your all help eUK. Sorry to be such a pain; I raised a call yesterday to reinstate Supercrab.com and had not any update on it. Can you let me know when it will be back online?

Maso