HostNine.com, NOT FAIR at all (Cont.)

Hi,

I've said in my previous post that I'll tell you about my problem with HostNine.com.
I prefer to leave you with my ticket progress related to this problem. Look at the dates and times between their responses.

Conversation
Mohamed Abdelaziz
Posted On: 04 Oct 2007 12:17 PM Hello, Why my account has been suspended?
Dan
Posted On: 04 Oct 2007 12:28 PM Hello, Your site was causing high resource usage, what are you running on index.php? Regards, Dan HostNine Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 04 Oct 2007 12:34 PM I'm running joomla based website. index.php? is the controller page The site was runnind very well since I hosted it on your server, what is new?
Mohamed Abdelaziz
Posted On: 05 Oct 2007 01:02 PM Can I know why my account is suspeneded for this long period?! Can anyone tell me anything about when my site will come back?
Mohamed Abdelaziz
Posted On: 06 Oct 2007 01:00 PM Is it normal for you to leave your client for 2 days without any response? Isn't 2 days enough to tell me what is the problem? Really I'm so disappointed and haven't expected this from you at all!
Mohamed Abdelaziz
Posted On: 07 Oct 2007 09:37 AM What about 24/7 support feature? Is it only for marketing? Really I'm very very disappointed from your response time.
Alex
Posted On: 09 Oct 2007 03:45 PM This is not our fault. Your site is causing issues on our server. mabdelaz egyptianreviewer.com 11.07 2.00 0.6 Top Process %CPU 102 /usr/bin/php index.php Top Process %CPU 99.0 /usr/bin/php index.php Top Process %CPU 81.3 /usr/bin/php index.php That is why you where suspended. We need to know what is running and what it is doing or we can not do anything about this. Abuse is not 24/7 support and sales are. Regards, Alex Jankuv Support Manager *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 09 Oct 2007 07:21 PM I said in a previous reply that I'm running a joomla based site, you can look at my previous replies to ensure that I've said that. Also I can't detect what is the problem because index.php is the controller page which is used by every component in my site, I need to know more about the parameters sent by POST or GET methods to detect what have caused the problem.
Alex
Posted On: 12 Oct 2007 02:19 PM That is all we have. Regards, Alex Jankuv Support Manager *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 13 Oct 2007 08:44 PM Please look at my ticket number: VCU-372293, it is related to this issue. HostNine Abuse wrote: Mohamed Abdelaziz, This message concerns your Ticket #PNB-175333. We have not received any response back from you in 24 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this Email. Subject: Account has been suspended Department: Abuse Priority: Urgent Status: On Hold Please note that the Ticket will automatically be closed within 24 hours if no response is received from you. The Ticket will not be closed in the case that you send another reply. HostNine LLC
Alex
Posted On: 15 Oct 2007 03:48 PM This is not our job to solve the problem. You have said nothing about fixing this. Regards, Alex Jankuv Support Manager *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 05:59 PM I don't understand! Do you mean that I must solve the abuse problem without any help from you while my account is suspended? Let me know how can I do this? And why do you refuse to send me the error log file so I can find the problem to solve it?
Joshua
Posted On: 15 Oct 2007 09:51 PM Hi, How many different index.php's can you possibly have? It is causing the problme. Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 09:58 PM Hi, every page on my site is called using index.php, the parameters after index.php? determines which exactly which page to load, the most important two parameters are option and task, for example: http://www.egyptianreviewer.com/index.php?option=com_content&task=view&id=1236 is a complete url that can help me to find the problem and solve it. index.php alone is not usefull as every page is called using index.php. I hope this can help you. Regards
Joshua
Posted On: 15 Oct 2007 10:12 PM Hiya, It is probably the script as a whole then on your account. Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 10:23 PM Hi, This is not a script written be me, it is a Joomla script, which is used by millions of websites now. Please let me know the last full url just before the problem happened, I want to know the last values of the option and task parameters to determine and fix the problem. I want to say also that my site is running now on another hosting company, you can see it on www.egyptianreviewer.com, the site is running without problems, and I haven't changed any line in the index.php script. If there is a problem, it is not in the script as a whole, as you can see it is running now on another server. Please if you want to help me, tell me what was the last values of the option and task parameters, or just copy and paste here the full url that caused the problem. Regards
Joshua
Posted On: 15 Oct 2007 10:24 PM Unfortunately, that's not possible, the problem is the script as a whole, and anything that uses the index.php file. If that is the problem, we cannot unsuspend your account, sorry. Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 10:39 PM Then refund the money for the remaining period, its not my fault that you can't determine the problem and solve it, because the same script is running on another server without the problem, and I don't know why you don't want to tell me the full url that caused the problem. Regards
Joshua
Posted On: 15 Oct 2007 10:42 PM Mohammed, Don't you dare accuse us of that. The index.php IS the problem, it doesn't matter what comes after it, it's everything. Sure it's running fine now, and you'll be suspended at that host too within a week or two, I guarantee it. There will be no refunds, I can cancel your account if you lik.e Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 10:55 PM Its ok, my site is running now on another server and I have another site that I want to run on my account on your server. Can you give me a file and database backup for the egyptianreviewer.com site, then delete it, then unsuspend my account to run the other site? Regards
Joshua
Posted On: 15 Oct 2007 11:02 PM Hi, Do you know your sites IP\ address so you can login by IP? Then I'll just unsuspend it, and block all http traffic. Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 15 Oct 2007 11:08 PM The IP address that you sent to me in the welcome email is: 74.200.212.98 Regards
Joshua
Posted On: 15 Oct 2007 11:20 PM HI, I need to leave this for the abuse manager tomorrow to sort this and give final approval. DO NOT reply to this e-mail. Regards, Joshua HostNine Technical Support *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Alex
Posted On: 17 Oct 2007 01:18 PM Is this a shared account or was this on a reseller account? Regards, Alex Jankuv Support Manager *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 17 Oct 2007 02:49 PM It is a shared account.
Mohamed Abdelaziz
Posted On: 19 Oct 2007 07:59 AM When will you unsuspend my account?
Alex
Posted On: 22 Oct 2007 01:25 PM Are you sure this was never moved servers by us? Regards, Alex Jankuv Support Manager *********Important Links************ Helpdesk: http://support.hostnine.com/ Blog: http://www.hostnine.com/blog/ Forums: http://forums.hostnine.com/ **********************************
Mohamed Abdelaziz
Posted On: 22 Oct 2007 02:35 PM Yes I'm sure. Anyway, give me the last backup you have, and unsuspend my account, its 20 days today since the account was suspended.

As you can see, they don't care about your time and money, their technical experience is not as well to know what is Joomla and how it is working.
I'm really disappointed from their problem handling, and don't want someone else to suffer from them again.