Over 2 hours offline and my support request remains unanswered.

**N****F** · #1 (**permalink**) 04-03-2010, 19:23

I have added to my support ticket, but it seems that no one is reading them, as I have not received a response in over 2 hours. In the meantime, my site remains offline.

I would appreciate some help with getting rid of the virus that you have told me is on the server... but every time I try and follow your instructions to download my site, the FTP crashes. This is only for small files and transfers too, so if anyone has any time an answer and help me it would be good, as I'm sure other people on the same semi-dedicated server as me would be concerned to know that there is a virus there and I am not receiving help to remove it.

BWY-96974-775

**N****F** · #2 (**permalink**) 04-03-2010, 19:50

Seems like livechat is the way to go... have a response now. Ta.

**eUK-Alan** · #3 (**permalink**) 04-03-2010, 21:05

Hello Kirsty

With regards to site downtime, your local IP address was blocked behind server firewall and that was main reason why you were not able to access site. It has been resolved in our live chat conversation. However we will have to investigate more on problem with site injection.
We will implement necessary security tweaks on your vps and will update your support request.