Office IP blocked from gator11 for 24 hrs

doug · #1 10-27-2005, 11:26 AM

It's been 24 hours since a "server issues" on gator11 resulted in our office IP address being be blocked. We've been unable to access the website or email since then and I haven't received any status since 5:00PM eastern last night.
A claim was made then that the block was removed however as of 18 hours we are still unable to access gator11.
Trace Routes clearly show we are stopped at the hop just prior to gator11.

Our ticket # is #UZN-61198-284

I'm sorry to say that this has most likely resulted in the loss of a Hostgator customer.

doug · #2 10-28-2005, 06:27 AM

The problem was fixed 27 hours after it started. But it wasn't fixed by hostgator. They claimed .... Here I'll just paste what they said

"your IP apparantly had been automatically blocked again due to the high number of pop3 connections coming from that IP... you must have some kind of bot or spyware/virus on one of your machines that's trying to send out so much mail that's it's flooding the mail server. even after removing that IP from the server again, YOUR IP is still not reachable .. but the failure is outside of our network... it's on your ISP's end:"

First of all pop3 is not used to send mail from spyware or bots, smtp is. Pop3 is used for mail retrieval. (first flaw in their explanation) Second, the reason they can't reach that IP anymore is I asked our ISP to assign us a new one since Hostgator was blocking that one. My ISP kindly abliged. I also asked them to check for unusually high pop3 activity coming from our network, there was none. Which just confirmed the results of my port sniffer on my firewall. And interestingly enough, when my ISP assigned us a new IP address our access to gator11 was amazingly restored, and one could only assume that if we had some sort of bot or spyware that it wouldn't matter what IP address we had, the activity would resume and we would be blocked again. It's been 16 hours since my ISP gave us the new IP address and we still haven't been blocked....... You can draw your own conclusion.

Serra · #3 10-28-2005, 09:05 AM

Quote:

Originally Posted by doug

You can draw your own conclusion.

Sure, let me try.

I can only conclude that you will produce more documentation in the future that will indicate that it is HG's problem and that you were the one who was smart enough to solve it.

doug · #4 10-31-2005, 05:47 AM

Serra, You drew a conclusion, but, I fear you drew it with a dull pencil and not enough facts.
You made assumptions much like hostgator support did.

We did not have something piling up pop3 connections.
The only thing hitting the server was 35 users trying to retrieve their email.

Hostgator admitted that there was a "server issue" that caused the pop3 connections to pile up and cause our ip to be blocked. Here's their quote:
"While server issues were dealt with, this was found and this was later removed. It was likely related to a load issue that allowed POP sessions/connections to pile up and give the impression of an attack, which is why this was removed earlier."

The scans were done before our IP was changed and while hostgator removed the block and while the block was "automatically" re-engaged.

And while I'm here... Let me jump on your assumption wagon.....
I'm going to assume that my old IP address is probably still blocked.

You may want to sharpen your pencil and redraw the conclusion.

MSB_Airwolf · #5 10-31-2005, 08:56 AM

I share your frustration DOUG. I have experienced this same problem last week. I have gotten PHONE CALLS from several customers & contacts that my E-Mail was down & was I out of business. They were getting REPLIES that my server could not be found & my E-Mail was invalid. I told them there was a server problem & sure enough 2 days later they can send me E-Mail. VERY FRUSTRATING !!!! E-Mail is BUSINESS CRITICAL for me, more so than my website. I do a lot of FIELD WORK & E-Mail is the lifeline we use for Work Orders, tickets & help files. I have found HostGator to be a GOOD HOST COMPANY and I know the PLANET is a EXCELLENT DATA CENTER. So come on HG, keep us informed with the FACTS. Work with us to get LONG TERM SOLUTIONS. I have moved hosting companies 3 times in the last 2 years. I dont even want to start that process again. I looked at HG for many months & still believe they are the best around for the $$$ & everything else. PROVE ME RIGHT !!!!!

twin-dad · #6 11-03-2005, 12:21 AM

Hi Doug ---

I had a similar problem with access to my domains on Gator16. See my posts to the Network Status forum. Also see similar recent posts about Gator36.

HG may believe these are unique and unrelated. I think otherwise.

Cheers ~

Sean S.

geeserteg · #7 12-14-2005, 03:04 PM

Bringing this topic back from the dead with a real similar problem. I have been without server connection for over 1 day now.. I can access everything via a proxy or at home but our office IP wont. We have internet but no website or email access. I ran a trace and the same thing... Makes it within theplanet's walls and boom nothing. So far im getting the same responses from everyone as explained above. Im really tring to be patient with this but, well you know..lol