Server - Reasonable, Support - Useless

I have a number of accounts spread across the hostgator network, all seem to be working reasonably, no real problems, except 1.

There is a continuous spam issue on the server, I do not have this problem on any of the others but host gator blacklist/abuse team are unable to do much about it.

I opened a ticket (TXS-304341) on May 8th and it is still open now on July 29th.

After a long time of dealing with one of the admins I requested for it to be escalated to his manager as I was unhappy with his responses, which were basically to remove the blacklist on the cbl and have it return as the underlying issue was not resolved. The escalation never occured and a month later the ticket has not been updated, which I'm pretty unhappy about.

The responses from the abuse/blacklist department seem to be to do the bare minimum possible and hope the client goes away, and if the client does not go away, ignore them.

I have requested manager escalation 3 times, once via the ticket and twice via the online chat support.

All in all, I would say if you don't have a problem then the service is reasonable, if you do have a problem well, tough luck for you and your website.

Also, before anyone suggests I get a dedicated server so I don't have to share, I don't want to. The package I have suits my needs, as it does on all the accounts I have with host gator. There is a spammer, doing the exact same thing on a constant basis, only being blocked via the cbl and they can't fix it. If there were multiple occurances of different spammers then I would say tough luck to me, but really it's insane that someone can stay on te server effecting everyone and have the abuse/blacklist team unable to do anything about it for months.

The other crazy thing, when this first happened I tried to email the blacklist team, host gator uses t he cbl so emailing from a host gator machine to the host gator support was blocked due to spam!

It makes me a little annoyed to see others receive responses in here. I'm still waiting for the resolution.

Lots of talk to say things will be fixed, but the problem is still here.

I can certainly see if it was a different problem, but the same problem unresolved since May 8th????

Ticket TXS-304341