Domain hacked and support ignoring me

[keyjey]

Helo, I'm really desesperated. I oppened a ticket yesterday evening at 7pm advicing that a client's website was hacked.

Seems that support is ignoring me and doesn't fix the issue, I tried calling to skype number yesterday a lot of times, support was saying all the time to me that ticket was escaled to senior technician, and they never reply with any solution.

This is the last reply about this:

====
HI,

We are dealing with your issue in the ticket below

KRC-729-24517

Do not raise multiple tickets for the same issue , we are working on it, this creates confusion leading to delay in responses. Duplicate tickets hence forth would be closed straight away.

We will update your ticket (KRC-729-24517) shortly.

Thanks for your patience.

Do get back to us, in case of any doubts or for further assistance,
We will be glad to help you.
_____________________
Regards,
Chris White
===

My client is desesperated, same than me, and they still didn't fix the problem after 16 hours.

I really can't believe that this is happening with eukhost ... is this professional?

16h of downtime site .....

[keyjey]

If somebody has any idea about how to fix this problem, please help, I can't keep like this.

Did you have any similar experience ?

Thank you.

[eUK - Chris]

HI Jordi ,

your ticket is being worked upon KRC-729-24517

I will reply it shortly, the domain has been restored, but still the php pages are not working.

We are checking for PHP mappings. I will update your ticket in next couple of minutes.

[eUK - Chris]

Hi Jordi,

Your ticket has been updated, the site has been restored,

The site was pointing to your dedicated IP address whilst the IP assigned from the plesk control panel was the shared one.
IP's have been switched now, also the PHP mappings have been corrected.

You can me P.M me or update the ticket if you have any further doubts or queries

[keyjey]

Chris, please remove right now the private info about the domain name. This is due to privacy.

Thank you.

[eUK - Chris]

HI Jordi,

Apologies for that. The earlier post has been edited.

[keyjey]

Thank you. Also please explain why site was almost 24h down and why was so "difficult" to close the ticket after this long time .....

Can you provide informacition about what happened?

I don't know why don't you explain details by default. I want to know it all, since I've been working with you for years.

Also I think this is intere4sting information for the world and customers.

Thanks

[eUK-Ray]

Thank you. Also please explain why site was almost 24h down and why was so "difficult" to close the ticket after this long time .....

Can you provide informacition about what happened?

I don't know why don't you explain details by default. I want to know it all, since I've been working with you for years.

Also I think this is intere4sting information for the world and customers.

Thanks

Hello Jordi,

I am updating your TICKET ID KRC-729-24517 with the cause and precautions taken on your account.

Thanks
Ray