Request to unsuspend one of my client accounts

[jollyjoyjoy]

Hi - I'm reqeusting that somebody at HG unsuspend one of my aco****s. Around friday, (or saturday morning - was working really late), they mentioned to me that that one of my client sites have been emailing like crazy and most probably a virus is causing the problem. Since it was a weekend, I couldn't get in touch with the system admin, but did mention it to their department.

Monday morning, the client site has called me to mention that their site has been unsuspended. I've explained that the site has been suspended because of a virus on one of their computers (they have around 100+ workstations), so they need to clean it up.

Around a couple of hours later, the system admin called me up that they have isolated the computers and have disconnected them from the network and are being cleaned. These computers will stay offline for a while since cleaning in that company means reformatting - they just can't afford to have any compromised computers . (turns out to be netsky and that their AVs weren't updated).

After receiving this call, I've emailed sales@hostgator.com back, mentioning that I've done my part and that they should unsuspend the account. I tried with my own WHM, but of course can't since I'm just a reseller.

A couple of hours pass by with no response from HG - and then I receive a follow up call from the admin telling me that accounts are still suspended.

I talked with HG through instant messenger. The end result with the conversation is that I should email billing@hostgator.com (I don't know why - since I don't have a problem with my billing and I've been paying my bills on time and I just upgraded to your 2nd highest plan a couple of days ago). Support cannot help me since they cannot unsuspend the account.

I then emailed sales@hostgator.com and billing@hostgator.com - forwarded the whole body of message and am hoping that one of the two departments can unsuspend that account.

I've also got hold of the chat live operators from HG - thinking of course that they might be part of sales. Lea has mentioned that she cannot help me as well since she's just a live chat operator (in her own words, not mine - I'm not putting down her job). She has adviced for me to wait until 10AM so that your sales dept will be available.

Now that would have been ok if I was in the states, but I 'm on the other side of the world - and 10AM to you is 10PM to us - which is way past business hours. My client would have lost a full day of communication, and 60 to 70% of their communication is with emails since they're employees are spread far in the country.

Anyway, sorry for the long story. The short of this is that can someone unsuspend this account? My domain is craniumlogic.com and the account in question is wtsasia.com . Thanks very much.

[GatorJustin]

Jonathan, I will see what can be done about this for you.

[jollyjoyjoy]

Thanks Justin! I would really appreciate it if it can be done during your business hours (which is night time for us here in my country).

As an observation - I get better results when I post here rather than using instant messenger. Different set of staff maybe?

[jollyjoyjoy]

just a quick note - this issue has been resolved. Thanks again!