Disgraceful

[Brian]

You guys suspened an account of mine, and when i call your cust support on Skype i find out its for 'abuse' or spam. So instead of emailing me and saying "Hey, theres a problem with one of your scripts" you decide to suspend my account, and over an hour later i still dont have an email about what script it is and what i have to do. This is an absolutely disgraceful way to treat a customer that has been with you guys for about 5 years at least now.

[Chrisp]

Suspending the account is really their only option. If your website has been hacked, and is spewing out spam email, or using excessive bandwidth, the account needs to be taken offline to be looked at. This is simply damage limitation.

It's just unfortunate that while the account is 'suspended' you're unable to access the cpanel/ftp inorder to investigate and rectify the problem yourself. I don't think 1 hour offline is unreasonable - it may take some time for the support team to isolate what has caused the problem.

Another incentive i suppose to keep all those scripts up to date!

[eUKhost.com]

When logs generated by the spamming scripts located in your account and under your ownership shows that you have sent 32,000 spams successfully and others are in progress then you cannot expect our system admins to keep patience till all emails are sent.

To stop your spams from going out we need to kill all services on the server which will make problems for other customers as well. Best option in such situation is to suspend your account to kill your processes.

Spamming scripts located in your account were under your ownership so either you uploaded those or your account has been hacked. I don't think you should bother so much if your account is hacked.

[Brian]

I understand but surely you need to send out an email before it gets suspended ? I eventually got an email three hours after, and was fixed after about five. More communication is the key.

[flesso]

In the situation that has been described by Mark, I think that the first thing anyone would do is suspend the account. They're not gonna want to be spending time sending an email out whilst they know there is a tonne of spam being sent out. I would have done what eUKhost have done, suspend the account, then send the mail. And for all they know, you could be on some desert island in the middle of the Atlantic ocean where you can't get email, another reason why they should suspend first!

[Brian]

Youd have sent an email three hours later ? They knew iw asnt on a desert island, i Skype'd the about 10 mins after it went down and the guy said hed have somebody email me.

[flesso]

Yeh, I've sent an email later when I've had more important things on my hands. They have around 3000 customers so you can't always expect a speedy repsonse. You should be monitoring your website all the time, I'm not saying that you put the scripts there, but they got there some how, either your account got hacked ecuase you have a virus or something, or you put the scripts there.

[Brian]

Account was hacked. The changed a bunch of my pages and i cant log into coppermine.

[eUKhost.com]

spams were sent under your ownership and thats the reason we had to suspend your account as first thing that comes in our mind in such situation is that the customer is not genuine or his account is hacked.

Anyways, we are trying to figure out how your account was hacked and if it was some security lapse in the server then we will rectify that.

[Brian]

Ive been a customer for about five years, i dont think i could be doing anything like that. Its not the suspension of the account, its the LONG length of time it took to communicate to me what happened.

[eUKhost.com]

I know what expectations you have as a customer but you should understand our part as well. Guys who work on servers have spent most of their time in working on servers only and they are not so good in understanding what they need to do in such situations after they have suspended someone's account. They inform someone from customer service or sales department and then it becomes responsibility of someone in customer service or sales dept to inform you.

It takes time for us to get back to you as people in sales dept have limited knowledge of server end problems so to understand a problem and communicate with you accordingly does take some time. You should not mind it so much as the account was hacked so uptime in such situation would have allowed the hacker to play more with your account.

[Brian]

I do appreciate you guys closing the account like that, it was all about lack of communication. Though like you said its hard to relay to front end support.