Suspend Account w/out Notice

[marketer]

Hi,

Im just less than 1 year w/ hostnine.
I just notice that hostnine suspend some of our client sites without notifying me as reseller and I received complain from our clients that their site/s was suspended.

I just want to know if this practice of hostnine staff
(Suspend Account w/out Notice)

Most of the site suspended came from node 35

Waiting for your comment.

Regards...

[jrawly]

Depends on the reason for suspension - but I have found that H9 will contact you on your email address that they have in RC or WHMCS,

[H9NickH]

Hello,

Last night there was a high load problem on node35 during my shift. I investigated and found numerous accounts that were causing the problem and, unfortunately, they all had to be suspended. There was about 11 accounts suspended on that server. I did, personally, email every reseller who had an account that was suspended. With the number of accounts that needed to be notified, there were 2 resellers that contacted us before I had the chance to contact them. For that, I do apologize. It was my full intention to notify each affected reseller, and I did send notifications to all resellers, as is our general policy.

I do apologize for the inconvenience.

[marketer]

Hi Nick,

I have a support ticket. Ticket ID: LGD-649848
Replied and closed by: Dan Maret, Shift Manager, Level 2 Linux Administrator

I ask him the following:
- to give me the download back copy of our suspended sites.

- to give me the list of sites that you suspended to give me the download back of the site/s so that I can move it to other server / reseller accounts in other company.

He just give me one (1) site and close the ticket.

Nick, please reply the Ticket ID: LGD-649848

[marketer]

Hi,

I dont know why the support ticket was not replied yet.
Its open and even put here in the forums.
Hope that hostnine staff will care for its client like me.

[njoker555]

same thing just happened to me, now i have a pretty angry customer on my end. usually my support tickets are answered within a few minutes but it has been over a half an hour now lol - I've had other miselleaneous tickets before, I could have waited hours for those and they were answered within 10 mins and now the ticket i need answered soon isn't being answered as quick

i also keep an eye on the support ticket queue on the support page - when i submitted mine there was 3 in line with mine, and then it went to 7 the next time i checked, and then went down to 1, probably my ticket was left, and now its at 3 again

and since I am in class right now, it is a little harder for me to deal with my angry client and I was hoping H9 could have settled this quickly.

edit: the ticket was finally answered and the reason for the suspension was "No Reason"...fun huh? I have no idea how to explain it to my client

[daneswood]

We had the same problem, site was taken down (it was ecommerce) so our client asked us what was going on. H9 kicked us off the network and we are still waiting for the backup (two days) We think the site was hacked but H9 just asume that the customer is wrong and suspend them. It's not great managment and PR for you guys espically in this market, we've already lost one client.

[Maars]

Can such suspended sites be transfered to another node?

What are the things that are allowed in such cases.?

[BerettaX]

I would also like to know what happens when an account is suspended. I have a few questions id like to see some answers to.

1 ) Do you shut down a site because it gets alot of traffic?
2 ) If so do you offer a refund because you advertise as unlimited bandwidth.
3 ) If an account is suspended do we as resellers still have access to the control panel of that site?
4 ) If an account is suspended what can we do to get the account reinstated?

[H9Dan]

We would only suspend a site if it either violates our ToS, or if it causes issues on the server for other customers. When an account is suspended it would not be accessible via cPanel or via the web as it would be locked down. We prefer to avoid doing this however some cases require it to be done to preserve the server functionality. In regard to what is needed to have an account unsuspended it all depends on the specific situation which caused it to be suspended.

If you have any addiitional questions please email abuse@hostnine.com