Why does HG have poor support?..My 10 day fustrating experience...

[mrverse]

Its pretty hard too even begin the fustration support has caused me.
Ill just tell the story..

Ive been a user at HG twice with shared hosting.. never had any problems with them untill IT happened.. yes the dreaded outa nowhere suspension that ruins your entire site.. lets begin..

My site was steadily growing, used wordpress, and recieved about 1k uniques.. one day i check it and recieve the Suspension notice.. so my first instinct is too ask Live Support since i had no clue this happened cause ofcourse hostgator doesnt beleive in warning users their about too get shutdown or even give the chance to do something about it..

So i chat with live support, clearly tell them my site says its suspended and too contact billing/support.. since its obviously not a billing issue, i asked support. Ofcourse Live Support tells me too email sales...

So i email sales...

May 3rd

Hello,

I am forwarding your ticket over to someone that will be able to assist
you further with your issue.

Regards,
Tenea
HostGator.com

First little annoyance but okay i guess its an understandable mistake with support.. waiting for another response.. ofcourse while my sites shutdown and steadily losing traffic..


May 3rd Response from Abuse

Hello,

Your account was suspended for resource abuse. The sites where
consuming a large amount of the systems rams. Please review the following
from our TOS.

blah blah you know it already

When using PHP include functions for including a local file, incl

Please let us know what can be updated to prevent this type of memory
usage on your accounts.

Cory
Hostgator Abuse Team

Ok.. hmm what can be updated you ask? Well it would be a big help knowing what caused the problem wouldnt it?

My Response

Hello, is their a meter or stat counter that i can view so i can see
what is the cause of resource usage? Also is their a stat counter for
seeing what my resource percentage is so i can take note of this?
Thanks
for your time. When will my cpanel be up again so i can lessen the
usage?

Their Response

Hello,

The accounts have been unsuspended and we will continue to monitor the server and will let you know if there are any further issues. If there is anything else we can help you with please let us know.

Cory
Hostgator Abuse Team

Ok, im relieved.. but little did i know what i would go through..

My Reply

Thank you, can you please tell me how too monitor the resource usage so this does not happen again?

no reply... so i end up taking that as a no.. so i continue with my site untill i notice various forms and functions on wordpress werent working due too file permissions.. never had this problem before the suspension but oddly now i do.. so i email support once more

May 4th

Were my file permissions reset? Im having problems due too most of my files being set too 666 or anything other than 777 and i know i didnt leave them that way before the account suspension took place.

Reply

Hello,
Can you give me an example of which directories or files are set to 666? I looked and couldnt find any. Also, 777 is an extremely insecure permission setting.

Regards,
Adam Dunin
Level 1 Systems Administrator
Hostgator Support

Keep in mind that was from a tech.. you'll see why later..

My Response

Im not sure, basically my wordpress doesnt seem too work due too permission problems from my parent directory but the problem is ill need too reinstall because i never knew the original permission. Some of the files that were changed were my uploads and posts folders but i modified them.

Also is mysql blocked? Im having problems installing this script that needs mysql access that keeps giving me

Database Error: Access denied for user 'nobody'@'localhost' (using password: NO)

even though i enter the right info. Was anything changed with mysql?

Oh yes it was definitly screwed.. heres the reply

Hi Verse,

The error says you're using the user "nobody" (which is not correct; that's the webserver) with no password.
For whatever reason, it's not using your proper MySQL username/password to connect. I'm not sure what's going on with your permissions (we don't normally change them except to disable access to a folder). My suggestion however is to use 777 permissiosn very, very rarely - they are almost always the cause of an account compromise. People don't keep up to date with software they install; security holes are found in their software over time, and then the attacker uses the world-writeable permissions to exploit, take over, and then abuse the account. We strongly suggest not using 777 permissions unless absolutely necessary. Thanks.

Jamyn Shanley
Abuse/Systems Administrator

so.. umm thanks for the help?..

My Reply

Well i solved the permission problem after searching through some wordpress forums. Is their anything that can be done with the mysql problem? So far im not having problems with wordpress using it, just when i try installing that new script it reads wrong. Could it be the script?

Their Response

Hi,
Could you be specific on which domain is having the problem (I see you have a few domains using wordpress).
Also, if you could be specific on what wordpress addon/etc is having an issue, it would help us troubleshoot the issue.

Jamyn Shanley
Abuse/Systems Administrator

My Reply

(insert the url)thats the script having trouble connecting to mysql..

Also again, can you please tell me if their is a resource monitor that i can view that tells me how much resource usage im using so i can prevent this? That suspension notice left on my site without my knowledge has driven away most of my traffic and i rather not let that happen again.

Since i never got a response i figured id ask again

Their Reply

Hello,
If you know Linux commands we can enable Jailed SSH access to the account where you can monitor your processes. As far as the script that you are trying to install, the error message you are getting is:

"Database Error: Access denied for user 'nobody'@'localhost' (using
password: NO)"

Correct? If so the problem is you need to specify a user/password and database in the script that you created under MySQL Databases. You should be able to contact the scripts author to find out how to specify this information. If there is anything else we can help you with, please let us know.

Cory
Hostgator Abuse Team

Obviously i tried specifying a user/password and database otherwise i wouldnt be asking.. as for linux.. well

My Reply

I do not know linux all that well. Is their maybe a way i can figure out the usage with the various web/ftp stats available in cpanel? Either that or if you can give a command(s) that allow me too monitor the resource usage, that would be a great help.

Couple emails later they basically tell me they need a photo id before they let me have shell access.. hell if i trust them by now with a photo id since the suspension.. So i figure it might be my wordpress template, so i lighten up on it and basically just use background colors.. so may 5th comes. i notice my ftp isnt even correctly editing the right site anymore.. story with that i would upload/edit files with dreamweaver but they wouldnt show up in cpanel.. only files uploaded in cpanel worked.. its complicated too explain and not even they helped.. i figured out for myself and had to change my ftp connections and fixed it..

Now the very irritating part of the story May 8th.. I try creating a test site with fantastico using a subdomain.. oddly enough fantastico SAYS it installs wordpress and provides a url.. but the urls lead to a 404 error.. so obviously something aint right.. tried installing wordpress manually and ofcourse the mysql doesnt connect..

I email them about it and heres how it goes..

Hello,
I've made a few modifications and was able to install wordpress for you. I have installed it on URL
username is admin and password is admin.
I know this may not be the settings you'd like, but you can remove it from Fantastico and reinstall with the settings you desire. Please let us know if there is anything else we can do for you.
Thank you,
George B
HostGator Support

I i think i deleted the replies but i basically asked if i wanted too install another wordpress, if i would be able too (assuming the problem was fixed).. and support basically told me.. URL wordpress can be uninstalled whenever you like.... wow so once again no answer too my question..

Continued...

[mrverse]

So i just leave it alone as im already fustrated.. Minor ftp problems and i figure it out.. then.. May 10th

Their Email

Hello,
We have been forced to disable URL directory under the mrverse account on the gator170 server. This script
was cauasing high server loads and service outages. Please review our logs below and let us know what
can be done to prevent further issues.

Understandable.. even got an email this time with a friendly forbidden page! less embaressing than the suspension one.. i did test a script out but didnt think it would cause that much outage..

My Reply

If you would please grant me access i can remove that script and change my template before i lose too many visitors again.

Obviously..

their Reply

Hello,
I have granted ftp and cpanel access. When you have removed the script contact us back and we'll enable the entire account.

Regards,
Adam Dunin

My Reply

Done

May 11th.. run into that damn fantastico problem..

My Sent Email

I tried installing a wordpress installation in another domain. Same results as last time, the installation does not work. It seems the problem is with mysql not allowing anything too be written or connected other than the 2 sites that connected too it before the suspension.

Their Reply

Hello,
The error is happening because your account is on the temporary server. Did you correct your scripts so that your account can be moved back to the normal server ?
Best Regards,
Shashank Wagh,

WHAT!? ...didnt i just say a few days back it was done? This whole time i was on a temp server?? and no one told me this till now?

May 12th


My Reply

Yes, i told support or abuse i corrected it the day they reinstated my account. I was having this problem even before the script was brought too my attention by abuse.i was never told i was on a temporary server and wouldnt be allowed too install anything needed mysql.

..downright pissed at this moment

Their Reply

I've moved this to the abuse department so that they can confirm that your site is in order and can be moved back with the rest of society.

Thanks,
Matthew Lee

..delightfull..

My Reply

Dont forget to let them know to tell users that their not apart of society once you get the suspension

Was serious..

Their Reply

I apologize for the misplaced humor. I've confirmed with the abuse team and it's queued to be moved off of the temporary server.

Thanks,
Matthew Lee

By then even though im incredibly irritated with these waits and issues.. i think hell i dont want to take my aggression on a stranger.. especially if its good news.. so i feel bad for the guy

My Reply

No need to apologize it was actually refreshing to know even support has a sense of humor. Thank you for your help and time.

By then im happy.. silly me thinking the problem is solved..

An Email from them

The account is now being restored on the gator170, the DNS make take a while until DNS repropagates and the tarball may take a bit longer to finish, but you should be good to go now. Let us know if you have any further questions or concerns.

Sincerely,
Ford Merrill

This all happened when i was asleep.. i awoke too my site being in the state that got me suspended in the first place.. For these last couple of days ive been working on a temp site.. they restored the older copy with the script!! i just waisted a couple days work!! how irritating it was too hurry and shut the site down and take off the script again so this doesnt repeat.. naturally i had a backup a day before.. luckily.. so took off the script, fixed the site..

Send an Email just incase..

When you restored it, you restored a copy that wasnt up to date, you restored the copy of the site that had the script i was notified about. I just returned and im not sure how long its been up. Just letting abuse know if you saw high usage from the time you uploaded it till now. I uploaded a backup and erased the script so everything should be fine.

now.. up to date May 13th...

I sent in this email today

My account is still haveing issues (im guessing mysql) again. I uninstalled wordpress in URL and through fantastico, installed phpnuke.. installation went fine untill it gave me the links and the wordpress installation was still thier. So i manually deleted wordpress and reinstalled phpnuke and now nothing shows up? Its as if fanastico is installing in a different server. Can someone please correct my account? This is the 3rd time this happened and i need to have a reliable host. Each time something goes wrong, abuse or support gives me the "ok should work" and it never does? What is wrong with my account?

asked live support, got directed to email support.. emailed support.. waiting for the lucky reply..

Im giving up already, im just hosting my site till this end of the month and then im canceling my account and moving on too another.. The way support handled this was terrible.. I shouldnt have too be having mysql problems for 10 days straight.. and i shouldnt have too be paying 15 monthly for this fustration.. I shouldve been notified i was on a temp server for all this time.. Its understandable too suspend a site for usage.. but the way it goes down is just fustrating... by now you would think HG figured out people like to be notified and informed on what too fix.. Thats my story and ill spread it as much as i can. Im hoping i find a host that doesnt screw over your sql/files.. good thing im going dedicated too.. not even gonna touch that 170 price tag on hostgator.

Can you provide the ticket numbers for these emails so that we may invesitgate the issue?

Basil H.
HostGator Technical Support
http://hostgator.com/help

[mrverse]

[#QBU-905369]

[Abuse #WCA-288728]

I think thats all of them.. dont really know what needs investigating but their you go.

[mrverse]

still waiting on a reply on the last email i sent..

Please read the customer review rules before posting, moved to Shared Support.

[mrverse]

It was a review not a plea for support..

[mrverse]

if your going too move my review too shared support then how about fixing the problem already?? Am i going too have a functional database before i leave?

If this is a suspension issue and not a copyright violation or illegal material, you will need to request a database dump from your abuse ticket.

[mrverse]

Well the way things are looking now.. my site was still on a temp server.. one of your staff just figured it out, then i was told it would take 6-12 hours for it too correct.. been over 12 hours and still same problem? So many days progress lost because of this..