I've been waiting for 8hours for a ticket response...

binglebangle · #1 09-09-2007, 09:53 AM

How long is it supposed to take?

My site is not loading, been down for the whole time.

Live support (Lea, or Lee i think) upgraded the ticket to urgent about six hours ago.

Live support (Allen) said four hours ago that I would need to wait for their abuse tech, as there was no-one there. He wanted me to wait about 4-5 hours.

So...you disable one of my domains, no emails or anything to tell me about it, then have me waiting 8 hours and counting for a response.

Meanwhile my site is showing a blank page and I'm losing money. *sigh*

Everything was dandy until this problem, then support is nowhere to be seen.

Sam · #2 09-09-2007, 09:59 AM

Quote:

Originally Posted by binglebangle

Live support (Allen) said four hours ago that I would need to wait for their abuse tech, as there was no-one there. He wanted me to wait about 4-5 hours.

If its abuse that you have to deal with then its not HG's fault.. its yours for doing something thats against the TOS

Sam · #3 09-09-2007, 10:01 AM

Quote:

Originally Posted by binglebangle

So...you disable one of my domains, no emails or anything to tell me about it, then have me waiting 8 hours and counting for a response.

They would have emailed you if it was an abuse reason.. is your billing address on your domain? (you@domain.com?)

binglebangle · #4 09-09-2007, 10:07 AM

My email address is on a different domain.

And I don't understand why it was put into abuse when I was not doing anything that I haven't been doing for the last 3 months here with no issues.

Plus my gripe is not because they disabled my domain, it is because I need to wait so long for a response to an urgent issue (site down).

slapshotw · #5 09-09-2007, 01:03 PM

Quote:

Originally Posted by binglebangle

And I don't understand why it was put into abuse when I was not doing anything that I haven't been doing for the last 3 months here with no issues.

If you were doing something against the TOS, you got lucky that they didn't catch you for 3 months. Consider those three months a gift.

Last I heard about abuse, the abuse department wasn't open on weekends. So that may be why. Also, do you keep posting to your ticket with things like "can you answer please?" Remember that each time you do, it moves it to the back of the line.

gwyneth · #6 09-09-2007, 01:31 PM

Quote:

Originally Posted by binglebangle

Meanwhile my site is showing a blank page and I'm losing money. *sigh*

If your entire account is suspended, and you're "losing money" from such a relatively short down-time, that implies you're exceeded CPU or bandwidth limits.

If just one domain has been suspended, you should check through the TOS and see how something on that site is violating it--could be copyright issue; topsite or other banned type of activity; anti-TOS type of content; or several other things.

While it's one thing to be disingenuous here in the forum, it's even more counter-productive to be so with abuse--so this may give you a heads-up for dealing with them.

binglebangle · #7 09-09-2007, 09:45 PM

Well abuse replied that I was using too much CPU on that domain, so that's why they shut it off.

And he also said that the abuse techs take 24 hours to respond, thats why there was such a long wait.

Anyway I understand if I am using too many resources on a shared server that they should take the domain offline so that it doesn't affect the other users. Thats fine. It I was on a server with someone else using too many resources I would want them to do the same.

But 24 hours is a long time to just wait for an urgent ticket response.

Anyway he recommended that I upgrade to dedicated or move the domain to a new server. Lol, I guess I will do that.