Websites Keep disappearing from reseller account

[bluemirrow]

It all started 8/9/2008 -Total of 9 websites just disappered from my reseller account,after summiting ticket 2946132@tickets.hostgator.com and explaining the problem first offer was pay $15.- for each back up and your websites will be restored,and recieved a e-mail from administrator stating this accounts has been terminated by me ? and if I want restore and back up this accounts will cost me $15.- for each,2946132@tickets.hostgator.com,I had no option but pay for the back ups so requested to restore 2949014@tickets.hostgator.com,recieved another e-mail saying my account has been restored 2949009@tickets.hostgator.com,the restored account was online for only 5 hours and missing,gone disappeared again from my reseller account.this website belongs to me personal one, am I so stupid keep terminating accounts from my own reseller account ?!!!! today 14/9/2008 after finding out websites start to missing again tried to contacted live support waiting more than 42 minutes no one was on live chat...
info: Please wait for a HostGator operator to respond.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.
info: A HostGator operator should be with you shortly! Thank you for your patience.

By the way, when I first noticed the problems and talked with one of the operator on live chat, he said your account has been suspended and he could not understand why ? so he unsuspended my account again.I did not recieved a notive,a warning ,a message, or e-mail regarding any suspension??? I hope someone will answer this questions and rectify the problems,the owners of the websites are missing from the reseller account wants their money back which they all paid yearly... Well,what else can I say,if this continues I have no option but go to somewhere else,and please stop blaming me for terminating the accounts !!!!! I am realy upset disappointed and confused,

[GatorDHanna]

Apologies about the delayed response with chat. We're currently understaffed due to the hurricane and have been focusing more of our resources more on tickets than chats. Right now, the chat hold time is about 45 seconds.

I checked into your tickets and noticed that we had a couple of our most senior system administrators working on your issue. If you could reply to the 2949014 ticket if you are still having issues, that would be helpful. The reply there is quite recent and says that the issue has been corrected.

If you're still having trouble, please let me know. We're more than happy to help.

[bluemirrow]

I did reply to the 2949014 ticket and one of the websites has been restored,but for the second one 2949014@tickets.hostgator.com "as we do not have a backup of the username *******" yesterday backup has been installed to the same username and account but today no back-up ? I have still trouble getting this website online because no back-ups,I have to admit first time I was completely unsatisfied.I am still very upset and disappointed

[GatorDHanna]

I checked out that ticket and saw that you were issued a refund for the backup and that in another ticket you mentioned the web site was working after one of our administrators found a problem with a .htaccess configuration.

Is it safe to say that your issue is resolved now? If not, I'd be more than happy to get you a resolution right away.

[bluemirrow]

No my issue is not resolved !
Again website accounts disappearing from my reseller WHM panel,or could have not access the websites Cpanels,.Today I had my own backup and restored the website,was online less then 8 hours I tried just to change the password and could not access the Cpanel instate my reseller account keep opening,and guess what I did NOT terminated or deleted this website account!!! I am sure WHM is defect or similar problem this is happening to me 3 th time in less then 3 weeks and the website was offline because host gator did not have current backup ? and here is my ticket id is 2965996,last 6 months did never had a problem but the last 3 weeks is realy something is wrong big time !!![/B]

[GatorDHanna]

Okay. I escalated your issue to our level three administrators. They are the most technically qualified people in the company and can figure out your issue. I'll keep watching the ticket as well to make sure that it gets resolved in a timely manner.

Thank you for your patience.

[GatorBrent]

I am moving this thread since your sites disapearing was not the fault of hostgator. I know this because in the ticket we provided you with the ip that did it and it's located very close to you in your country of Australia.


My guess is that you at some point gave your password to a friend or someone you know to work on your site. The lapse in security would have nothing to do with us due to this Australian ip being the cause.

Please email me at brent @ hostgator.com if you have any questions.