HostNine Will Block you from your own website

[DSparks]

I was very happy with Host Nine's service until today their support team have upset me very much with a ridiculous response my support ticket.

SUPPORT #CBH-519181

My websites are hosted on the uk9 machine which had been suffering a Distributed Denial of Service (DDoS) attack over the past two days. After mitigating the attack; over 24 hours later HostNine had applied at least 50+ permanent IP bans to some of my legitimate users, and these are only the users I know about.

When I asked if they could repeal the bans now the attack had been mitigated they refused and submitted robot-like responses explaining I would had to provide every IP address to be unbanned. How can they expect me to provide information I simply could not possibly obtain.

If your website relies on users being able to access it (as every website does), you might want to look somewhere else for your hosting.

Can anyone on the HostNine team help me out?

Thanks,

Dsparks

[H9RyanE]

Hi DSparks,
I have read through your ticket and I apologize for any inconvenience that this has caused you. I assure you that this was done to protect the server and to restore service for a majority of the visitors to the server and was in no way to cause any harm to your service. Unfortunately a legitimate visitor could be blocked but normally this would only be if they themselves had a lot of connections to the server (often over 300 connections). Regardless, we want to make sure that all legitimate users to your site can access your site without issue. I have removed blocks for IP's that we manually added except for a range of IP's that were most certainly not legitimate traffic. We also need to leave the blocks in place for IP's that were blocked for having over 300 connections as no legitimate traffic should have had that many connections to the server. My hope is that this will restore access to your site for all legitimate traffic. If you have any further issues please reply to your support ticket and we will be happy to help you further.

[DSparks]

Hi Ryan,

Thanks for your help on this, unfortunately many legitimate users are still being blocked, I am updating my ticket now, can you please look into this?

Thanks,

DSparks

[DSparks]

Just got a reply, Host Nine are giving me the same responses, and legitimate users still remain blocked from my website almost one week later.

[DSparks]

Ok I spoke today to someone at HostNine over the phone, he was very friendly and helpful and saw exactly where I was coming from, finally!

This has been resolved now by Tomica H.

Thank you