Thankyou for helping our customer

[csc2ya]

If any management read this you will likely know who I am (My name is Craig and I was part owner of a reseller hosting company called Wavnetworks Hosting that used EUKHost for it's shared hosting server). We started off with a Semi-Dedicated server from eukhost, then later on moved to a dedicated server for our hosting business

Recently our server was suspended for non-payment, and what I possibly believe may have been fraud on the part of our CEO and CFO. I was the Chief Operations Officer of the company before I decided to leave due to doubts I had.

I'm not going into too much detail on a public forum, but one of our customers sent me a message through my own forum asking if it was possible to get a backup of their site.

I told them that I had not seen either of the other two owners online for a long time, and that I was also not sure whether the content was still on the server.

The only other things I will say regarding our company. Before the other owners disappeared, I had no idea this was going to happen, and deeply regret the difficulties it may have caused for any of our customers and also EUKHost themselves, as I know they had tried to contact another member of our staff several times. I also had problems getting answers regarding things out of the other two owners of the company several times. This whole situation was out of my control, and I had no idea this would end up happening. I made the decision to leave without saying anything to the other owners, so as not to risk anything going south with the company and affecting our customers. Unfortunately, this did eventually happen regardless. I ultimately ended up losing my whole site and having to rebuild it from the beginning after a friend graciously gave me webspace on their own server. I have also lost a domain that was hosted on the server, and am still currently trying to get Directi to give me control over that domain that belongs to me.

There were also a few times when I felt like I was being mislead and/or lied to by the other owners, and it was that which ultimately made me decide to leave, as if I could not trust the other two, I felt there was no future for our hosting company. I also put a great deal of my own money into the company, having originally been paying for the semi-dedicated, and later, the dedicated server, before my own financial situation made it necessary for me to cease payments, at which point another of the owners took over the payments. There was also an owned WHMCS licence that I purchased which put me out even more, although obviously I still have control over that, and can use it for something else if I so desire.

Ultimately, once I had replied to our customer on our own forum, he then contacted EUKHost, and explained the situation. He was originally told that he would need to pay for a backup of his site, and also purchase hosting with you before he could get the backup.

From what he told me, he then partially explained the situation, and EUKHost put the server online again tonight long enough to get a backup, and from what I could see from looking at the TOP output in SSH while the server was online, downloaded the backup he needed, and provided him with that.

I would therefore like to thank EUKHost for being willing to assist our Customer in getting the backup he needed, and despite me not having any control over the whole situation, would like to apologise for this whole mess.

In closing, I would like to say that if I had to recommend a hosting company to someone as having excellent support, and being willing to bend the rules slightly to help someone who is not even their direct customer, it would definately be EUKHost.

I hope my own relationship with EUKHost has not been soured by what happened, and thankyou again for going what I consider to be above the call of duty in a situation like this.

[eukrobert]

Hello Craig,

I am very sorry to hear about your business misfortunes and know that you will certaintly learn from mistakes trust is a key factor to sucess.

I'm glad our team have helped you / your customer and thank you for making the time to write such comments they are appreciated greatly.

Kind Regards

Robert King

[eUKhost.com]

Hi Craig,

Thank you for explaining what went wrong with Wave Networks. I was communicating with your customer who had opened a ticket in our sales department. He was asked to give identity proof and he was the one who was listed as domain contact in domain whois.

Greed for money was the only reason for failure of Wave Networks. Other 2 owners made you pay for hosting service and the income they got from the customers was theirs.

We have paid over £10k so far just for the T-shirts sent to our customers. Why should someone send a T-shirt worth £5 to customer who pays only £22.99 a year ? You can clearly figure out how much we care for our customers and we want our customers to grow with us. If our customers fail then we will fail. Failure of Wave Networks could have been avoided, but owners had wrong intentions and their Business was bound to fail some day.

[Hathaway]

Since this customer is myself I feel compelled to just add my thanks to eUKhost for helping me through this difficult period. I and the 100+ members my forum represents appreciate the time and effort gone into resolving what would otherwise have been a disastrous situation for myself and my members.
I can certainly see myself remaining a loyal customer here based on what I have experienced.

[DPS Computing]

Seems like a very sorry time for Wave Networks . And an especially bad time for Derek.

At least the resolution has come along and the situation has been improved - thats the good thing that can be taken from this. Good luck with your site .

[csc2ya]

Thought i'd post a little update on this situation. I've been in contact with resellerclub/public domain registry to try and get the domain that was on the server back under my control.

They needed me to fill out and send in a form along with copies of ID to prove I own the domain, which I sent to them tonight. They have said that once they verify that I own it that they'll set up a seperate control panel so that I can manage the domain.

So, fortunately, I haven't lost too much, and losing my site gave me a chance to rebuild it properly using a different system anyway, which means I will have proper content on the main site once it's finished rather than it just being a gateway to my forum as it was before.

[Rock]

Greetings Craig,

Thank you for updating us with the current situation.. now this is some real good news.. I hope you get the ownership of your domain back quickly
And... yes, we eagerly await to see the new face of your site.. for sure.. Best luck with it...

[DPS Computing]

Glad to hear your having some good luck now Craig. Good luck with your site and I've got my fingers crossed for you that your domain is transferred back to you soon .

[csc2ya]

Another update. After sending my ID, resellerclub were being picky about my signature on the form and my ID not matching closely enough.

I explained that I did not have a scanner and so had to get a relative to print it out, scan it back in after it had been filled out and signed by me, then e-mail it to me so that I could attatch it to the support ticket, and that they were not willing to do this again.

I suggested that if they wanted to verify who I am, that they phone me as my contact number was still current on the whois records. (I also added that if that wasn't sufficient that I would be making a compaint regarding them to icann as from what I can tell, if the current registrant doesn't respond, the policy is to allow transfers to go through as long as the domain isn't locked.)

They then finally moved the domain to another control panel. which they have given me access to. After changing the nameservers to those of a free dns service, the domain is now resolving once again, and is under my control.

[eUKhost.com]

That's a good news Craig

I hope you are happy now as all your problems should be sorted now.

[csc2ya]

Another final update regarding this. I have heard from the other owners, and while i'm not saying what was said (they have asked me not to mention anything that was said in the e-mail they sent as it was personal to them), I was able to verify certain things they told me.

Due to that, it appears I was wrong in my accusations towards them, and as such I have apologised to them for that.

Is it possible a moderator could lock this thread please, as I consider the issue to be resolved.

[DPS Computing]

Glad to see that you got your domain back Craig.

I'm glad that you have had contact with the other owners of Wavenetworks and that they have satisfied you. I only now hope that they try to satisfy or explain the same to there paying customers! .