125 class c ips hosting plan - support is terrible

[loverichie]

Hi,

I have 125 class c ips - hosting plan.

First of all my sites were blocked without any notification to me, even your chat support personnel didnt knew why all my sites are blocked.

[Initial Question]:
(11:59 pm) [System] Customer has entered chat and is waiting for an agent.
(12:00 am) [Richard E.] Welcome to HostGator Live Chat. My name is Richard. How may I assist you today?
(12:00 am) [dhaval]: [SITE LIST]
(12:00 am) [dhaval]: none of my sites working
(12:00 am) [dhaval]: all giving forbidden error
(12:01 am) [dhaval]: there was some .htacces n homedir causing the issue as per my last chat.. but the chat terminated and hence i have to open again
(12:01 am) [Richard E.] I'd be happy to assist you with that.
(12:01 am) [Richard E.] For security purposes, I will need you to verify your identity by providing one of the following:
* The PayPal transaction ID of your most recent payment
* The last 4 digits of the credit card on file for the account
* Or your Security PIN
I apologize for any inconvenience this may cause.

(12:01 am) [dhaval]: ****
(12:02 am) [Richard E.] Thank you for providing that information.
(12:02 am) [Richard E.] Please allow me some time to look into your issue. I apologize for any delay.
(12:03 am) [dhaval]: ok
(12:08 am) [Richard E.] Ok, can you tell me what is wrong with the sites, collectively?
(12:08 am) [dhaval]: all sites giving forbidden error
(12:08 am) [dhaval]: cannot access / on this server
(12:08 am) [Richard E.] Please go to this site: http://www.hostgator.com/ip.shtml and return for me your IP address listed there.
(12:13 am) [dhaval]: **.**.**.** - its not anj ip problem..
(12:14 am) [dhaval]: coz the sites doesnt even work in proxies
(12:14 am) [Richard E.] Thank you for providing that information.
(12:14 am) [Richard E.] I am still checking on your issue. I really appreciate your patience.
(12:14 am) [dhaval]: ok
(12:19 am) [dhaval]: u therer?
(12:19 am) [Richard E.] I am still working on this.
(12:19 am) [dhaval]: ok
(12:23 am) [Richard E.] I am still looking into your issue. Thank you for waiting.
(12:23 am) [System] Browser window has re-opened.
(12:23 am) [System] Browser window has closed. Customer may return within 60 seconds.
(12:23 am) [System] Browser window has re-opened.
(12:24 am) [dhaval]: ok, plz resolve quick
(12:28 am) [Richard E.] I am still working on this, I apologize for the delays.
(12:29 am) [dhaval]: ok
(12:35 am) [Richard E.] I do apologize for the delays, I have had to reopen your ticket KER-17050092 to resolve this.
(12:35 am) [Richard E.] An admin is working on this for you, and will be emailing you the resolution, as soon as possible.
(12:36 am) [System] Browser window has re-opened.
(12:36 am) [dhaval]: ok, thanks a lot richard
(12:37 am) [Richard E.] Is there anything else I can help you with at this time?
(12:37 am) [dhaval]: no thanks
(12:37 am) [System] Chat closed by Customer request.

After lots of trouble and delays, I was informed by sites were blocked..

And would it be fine if they deactivate one of the plugins,

I told them yes and to activate the site again

Again after lots of delays they are simply kept my sites blocking telling me to deactivate more plugins

I told them its fine if they deactivate them, but get my sites up and running

they simply take hours and hours but never unblock any sites.

Its more than 36 hours and all my sites are down and i am loosing lots of clienat and money over it.

There seems to be no point of paying $550 and get this level of support

They have no upgrade possible so i cant even upgrade..

there is simply no one ready to give a solution

The chat guy gives a word that they will unblock it and yet there are just more arguments and more problems..

you guys dont even keep your word

[Initial Question]:
(10:14 pm) [System] Customer has entered chat and is waiting for an agent.
(10:18 pm) [Richard S.] Welcome to HostGator.com Live Chat! My name is Richard, and I will be happy to assist you with your inquiry.
(10:19 pm) [dhaval]: plz escalate: FAW-17236747
(10:20 pm) [Richard S.] looking at this ticket for you.
(10:25 pm) [dhaval]: ok
(10:28 pm) [Richard S.] The order to unblock has been put in and they will contact you when they are unblocked.
(10:30 pm) [Richard S.] Did you have any other questions or was there anything else I can assist you with at the moment?
(10:31 pm) [dhaval]: i really want them to do it quick. they are taking too much time.. my sites are down for more than 24 hours, this is unacceptable.. i pay 550$/month for hosting..
(10:31 pm) [dhaval]: and they didnt even inform me when they blocked it
(10:32 pm) [Richard S.] I am sorry.
(10:36 pm) [Richard S.] Thank you for contacting HostGator. Once again, my name is Rich. Please feel free to take a moment to answer the brief survey questions at the end of this chat. Your feedback is greatly appreciated. Have a nice day.
(10:37 pm) [dhaval]: would they unblock or reply qith some other crappy post.. can you confirm that they would unblock it or they need something else now?
(10:38 pm) [Richard S.] They will reply to your email
(10:39 pm) [dhaval]: i dont need a reply, i need my sites to be unblocked.. can you plz contact an admin and confirm their stand please
(10:39 pm) [dhaval]: are they going to unblock or they need something else
(10:41 pm) [Richard S.] They will unblock and tell you what you need to do if needed.
(10:43 pm) [dhaval]: can i take your word that they would unblock it.. or they are going to argue over it? coz i seriously cant take this, they will take 109 hours to reply and my site just stays down for longer peiod.. you guys care a **** even when 500 sites are down.. you dont have any decency to talk and sort it out in minutes.. inly bcoz of your delayted communications, sites dtay down for soo long.. can i take your word that my sites would be unblocked first rather than some other argument?
(10:43 pm) [Richard S.] Yes you can.
(10:43 pm) [dhaval]: thanks
(10:43 pm) [System] Chat closed by Customer request.


My ticket number is FAW-17236747

can anyone help me?????????????????????

[striddy]

Originally Posted by loverichie

can anyone help me?????????????????????

You have posted in the shared plan forum.... yet you state you are paying $550.

What plan are you using?

[loverichie]

Originally Posted by striddy

You have posted in the shared plan forum.... yet you state you are paying $550.

What plan are you using?

Check the thread title


WHY THE **** NO HOSTGATOR STAFF IS REPLYING???????

The admin is taking no actions, making me wait for hours and telling me to pay charges now for disabling plugins...

I already disabeled the plugins requested, now he wants me to delte more

The most unprofessional service Ive ever seen


UNBLOCk my sites, any hostgator staff listening?>?????????????????

[loverichie]

You are being connected to a
representative in our Technical Support department
right now.
Your place in line:52 duh!!!!!!!

[striddy]

Originally Posted by loverichie

Check the thread title


WHY THE **** NO HOSTGATOR STAFF IS REPLYING???????

The admin is taking no actions, making me wait for hours and telling me to pay charges now for disabling plugins...

I already disabeled the plugins requested, now he wants me to delte more

The most unprofessional service Ive ever seen

UNBLOCk my sites, any hostgator staff listening?>?????????????????

Check the forum title. "Peer Support Forums"

We peers can't help you. You need to submit a support ticket.

[loverichie]

Originally Posted by striddy

Check the forum title. "Peer Support Forums"

We peers can't help you. You need to submit a support ticket.

I have already done tht, this is my last resort

[striddy]

Originally Posted by loverichie

I have already done tht, this is my last resort

A couple of things I noticed from reading your post(s).

Firstly, you say that you have already submitted a (or more than one) support ticket. What reason did HG give you for suspending your sites? HG doesn't shut down sites down for no reason.

Secondly, in your earlier post you said it was fine for HG to disable "plugins" as long as they got your sites up and running. Later you complained that they wanted to charge for this work. HG sells web hosting packages at a set monthly rate. What they don't do is fix your site for free. You can therefore fix your sites yourself, or pay someone to fix them for you. Fixing your sites doesn't come under their free support. Fixing their servers does.

[loverichie]

Originally Posted by striddy

A couple of things I noticed from reading your post(s).

Firstly, you say that you have already submitted a (or more than one) support ticket. What reason did HG give you for suspending your sites? HG doesn't shut down sites down for no reason.

Secondly, in your earlier post you said it was fine for HG to disable "plugins" as long as they got your sites up and running. Later you complained that they wanted to charge for this work. HG sells web hosting packages at a set monthly rate. What they don't do is fix your site for free. You can therefore fix your sites yourself, or pay someone to fix them for you. Fixing your sites doesn't come under their free support. Fixing their servers does.

I was not informed before or after blocking my sites due to load.

I discovered it and even contacted chat support personnel why the sites were blocked.
Neither they knew and we wer resolving some .htaccess issue, which he couldnt.

After opening the ticket and admin informed us about the real issue, that they blocked the sites.

Even after removing the plugin, they didnt unblock the sites.

Even though the support personnel told me they would disable the plugin, they asked for charges later when they wanted more plugins to be removed.

The point is any issue could be solved in minutes if there is a open dialogue from both sides, not if they keep replying late and there is crappy argument which leads to large downtime and loss of money and clients.

[loverichie]

unblocked my accounts and now blocked again

You are being connected to a
representative in our Technical Support department
right now.
Your place in line:83

ticket: [HIP-17246490]


anybody home???????????????????????????????????????

[Keith W]

Originally Posted by striddy

You have posted in the shared plan forum.... yet you state you are paying $550.

What plan are you using?

I was wondering that to David

I have looked at the shared hosting plans and I can not see the one they have let alone the one are paying $550 for

[striddy]

Originally Posted by Keith W

I was wondering that to David

I have looked at the shared hosting plans and I can not see the one they have let alone the one are paying $550 for

Hi Keith,
It may be via seohosting.com (a HG company).

Think there might be more to this than the OP it letting on. HG doesn't just shut down sites without letting the site owner know about it.

If it is a seohosting account, their TOS is also clear on CPU usage. Bet it's related to that.

[striddy]

Originally Posted by loverichie

After opening the ticket and admin informed us about the real issue, that they blocked the sites.

So what was the "real issue" why your sites were shut down that you were informed of?

[Keith W]

Maybe they should set up a separate forum section for them then, like they have with VOIPO

But like you said there is probably more to this than the OP is telling us

[GatorIAcuna]

Hello,

Thank you for contact Hostgator.com. I am sorry to hear of the frustrations you have reported in your posting. I have asked an administrator to review your tickets immediately. It is never an ideal situation when access to a site must be disabled and I assure you it is certainly not something that we take lightly.

I will also be sure to audit your support chats/calls to ensure that we are taking this opportunity to improve our quality and service. We will be following up with you directly via your ticket. It is our goal that we can find a solution that works for everyone involved. I again apologize for any inconvenience or frustration you may have experienced and I look forward to working with you on this resolution.

[loverichie]

For those who thing there is more than op is letting on.

my sites are blocked only because of server load and yes, I was not even informed..

I challenged any hg staff to prove me wrong!!!!!!!!!!!!

---------------------------------------------------------------

There is not a single person who can just read, there is not even a single admin

I have my accounts on 3 servers.. all sites on 2 of my servers are blocked
now just read what happens below and you would literally feel like a toddler would give better support than this
This is what happened after 36 hours of downtime.
They had finally blocked my accounts on 2 of the server (total: 300+ websites)

This is the last reply i got for server 2

Ticket: HIP-17246490

"Hello,

At this time it would appear that the modifications you have made have resolved the issue. We will continue to monitor the health of the server and should your account again begin to consume an inordinate amount of system resources we will be forced to re-suspend it and let you know that additional work is required to fully resolve the issue.

If you have any other questions please let us know as we would be more than happy to assist."

WTFFFFFFFFFFF

He doesnt even mention about unblocking the sites.


do i need to punch him on the face,... i am shouting since 48 hours now to unblock the sites and even when he agrees tht the load is reduced.. he makes no mention of unblocking the sites.


no resolution.. sites are still blocked..

wtf is happening???????????????


In my Ticket #2: FAW-17236747 \

REPLIED AFTER 12 hours, wtf

they have blocked all my sites and replying my ticket after 12 hours

they told me to make changes and that ip access is given to my ip.. but if i use it.. i cannot access wp-admin from those ips.. only homepage.. hoe can i make any changes

and i get this reply after 12 hours downtime.. something tht can be done in minutes..

and now they have done it wrong so they will reply again after 12 hours

I had escalated both my tickets.. and still its no worth

Originally Posted by GatorIAcuna

Hello,

Thank you for contact Hostgator.com. I am sorry to hear of the frustrations you have reported in your posting. I have asked an administrator to review your tickets immediately. It is never an ideal situation when access to a site must be disabled and I assure you it is certainly not something that we take lightly.

I will also be sure to audit your support chats/calls to ensure that we are taking this opportunity to improve our quality and service. We will be following up with you directly via your ticket. It is our goal that we can find a solution that works for everyone involved. I again apologize for any inconvenience or frustration you may have experienced and I look forward to working with you on this resolution.

Please can you just check both these tickets and resolve them?????

The issues on one of the tickets is resolved.. all you have to do is unblock the sites

and on the other server, disable any damn plugin you want.. you reswtricted server access is not working..

disable any plugin you want.. just get my sites up..

can you please take this responsibility and resolve the issue

You are being connected to a
representative in our Technical Support department
right now.
Your place in line:139

[GatorIAcuna]

Hello again,

We are checking on the issues you have reported with logging into your WordPress back-end. Please allow us to work with you via your ticket(s) as it is the best medium to resolve this issue.

[loverichie]

its been 3 days now and everything is still down.. they keep on telling me tht my sites are up.. but everything is still down..

[striddy]

Originally Posted by loverichie

its been 3 days now and everything is still down.. they keep on telling me tht my sites are up.. but everything is still down..

What is HG saying in the latest ticket?

What is one of your sites so we can check?

[loverichie]

Seriously HG Staff sucks..

I have 3 servers, and they are unblocking one server and then blocking other.. and this series has gone for 4 days now..

ANY HG STAFF Listening.

I can understand if you have resource limits.. i am working with my employees to resolve it..

Can you provide any upgrade?

Can you provide a dedicated server with these ips?

Ill pay for the upgrade but please lets get this done.. so there is no issues to you nor e..

I dont mind paying.. but i need my sites up and running..

[loverichie]

DHR-17296517

what ****ing support you guys have.. my sites are donw consistently.. morever it takes 12 hours for you guys to communicate and then you want confirmation., which makes us loose 24 hours for nothing..

why you ****ing guys waste our time..

dont you know tht until the issue is resolved, the sites are down and the ****ing client that pays you is loosingmoney????

do you guys ****ing care??????

[loverichie]

the support personnel takes ****ing hours to reply... and then they want me to confirm wether i deleted crons, i tell them i have done it and then they check it after 24 hours and then they say yes, they can see it..

and then they want to confirm againb wether i have adjusted my cron... wtf *******s..

how many days you will confirm it.. if my site doesnt work its my problem.. get my sites up.. i have done every damn thing you asked for,, there is o ****ign pkugin left in wordpress.. get my sites up and running

[loverichie]

JAY S. yuou are a ****ing idiot
"
Thank you for being a customer, I'd be happy to assist you. It looks like your crontabs have been deleted as far as I can tell. Have you adjusted the wp-cron.php sites? I am not seeing many changes to those (see: http://blog.dreamdevil.com/index.php...al-cron-job/2/). Please let us know if you made that change. If not, let us know and we'll gladly accommodate you. I hope I have answered your question. If you need further assistance, please do not hesitate to contact us. Thank you for choosing HostGator, have a great day! "


why the **** you havent unblocked my sites.. what are your reasons.. you tell me you would be glad to accomodate me,, when would you do it.. when i put a gun on your head????????

This idiot had done the same things in my previous tickets.. he will tell you everything is fine, but this idiot ******* wont unblock your sites until you tell him and then he replies tht he will unblock, which takes like 24 hours.

what this idiot think, who hired him?

Facing 8 days of downtime for 550 sites is no joke..

[EarlyOut]

Sounds like it's time for loverichie and HG to go their separate ways. It's impossible to tell who's at fault here. The sites may be getting blocked for very good reasons - it's hard to believe that HG would be doing that just for the hell of it. Or maybe not. But it doesn't really matter at this stage of the game, does it?

[loverichie]

They are making our issues now, they already claim in the last ticket post that they would unblick my accounts, now they are taking a new issue out of mod_reqrite rules should be enabled in wp-supercache plugin,

guess what idiots, its already enabled.

dont try to harass me bcoz IO am posting here, I bet Ill post on every damn webmaster forums, if you keep harassing me like this.

Unblock my sites, if load is less according to you.. we continue.. else I am leaving your hosting forever and youll see what I do more..

[EarlyOut]

If you're this unhappy with HG hosting, why are you staying? Why don't you move to another host?