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Does this sound right?
| Posted by ascii, 01-06-2005, 02:00 PM |
| I set up a small reseller acct with a host several months ago. I set up a few small websites.
Well, yesterday I went to one of my sites and couldn't access it. I went to the hosts live tech support page and was told that my site was on a server that was no longer online and that I would have to go through the sign up process again.
Host: ...its been offline for a while due to hardware problems. To my knowledge we have sent out emails regarding issues with that server. Mainly being that it was not being supported by us.
Me: I accessed my site sometime in December
Host: I think it's been down for 2-3 weeks.
Me: So... no way to get my files right? No backup ??
Host: correct
I am more than positive I never received any emails or any sort of notification about this issue.
I'm not sure if it's ok to post the host's name here, but it is a host that tends to get good reviews on the site.
I'm just surprised about all this. I'm confused and wonder if maybe I was just talking to an incompetant tech support guy or something... because this just doesn't seem like something that should happen.
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| Posted by radv, 01-06-2005, 02:31 PM |
| You are right..... this shouldnt have happened. I would find another host, one that offers daily backups in case of server failure.
Good luck in your search.
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| Posted by catfished, 01-06-2005, 07:30 PM |
| You can post the host's name if you wish, I for one would like to know who it was. If you post their name, maybe they will come on here and give their side of the story.
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| Posted by ascii, 01-06-2005, 08:43 PM |
| Ok...
Host's name = AffordableHost
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| Posted by Lev, 01-06-2005, 08:56 PM |
| Tina (owner of AH) visits this forum and is regarded well here. I do remember this issue about one server that they bought from another company and they were lied to when they bought it so they stopped providing support or just discontinued the server. I think this is what happened to you.
I can certainly understand why they would no longer have a back up if they discontinued the server three weeks ago, why didn't you contact them sooner? As with that email, I have no doubt they sent it out, are you sure your email is set correctly in their database (updated email)? We'll see what Tina says fairly soon.
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| Posted by ascii, 01-07-2005, 12:12 AM |
| It is very possible that the other company you mentioned is the one I originally signed up with... Seraphex. I believe I signed up around August and almost immediately heard AH was taking over.
I have received billing invoices and system notifications via email regularly. In fact, I still have these... I have not deleted them. I am more than positive that I did not receive anything from them regarding this issue.
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| Posted by pixelvibe, 01-07-2005, 01:07 PM |
| regardless of whether or not AH was lied to. its irrepsonsible to not back any of hte information.
tsk tsk.
g/l!
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| Posted by Tina J, 01-07-2005, 05:25 PM |
| Yes, it was the server we purchased from Seraphex. It finally crashed and was unfixable. We couldn't move existing accounts over to our servers because of the amount of priveledges and resources they were using. We were never given the full information until after we agreed to take over.
We sent out an email offering anyone who wished to remain with us a 30% discount on any of our hosting packages, as well as a refund for the last month of service on the Seraphex server. The whole Seraphex deal was a nightmare from day one.
Let that be a warning to anyone considering buying/helping a failing "hosting company" aka "a guy with a server".
--Tina
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| Posted by rbayless, 01-07-2005, 06:57 PM |
| ascii,
Also make this a lesson learned as far as backing up all your files. Even though a lot of companies will "automatically backup" your files, it is still a good idea to do that yourself and keep them off of the server you are using for your web sites. I do it once a week and keep them on my PC at home and then burn it once a month to a DVD.
Richard
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| Posted by ascii, 01-07-2005, 07:05 PM |
| That's odd. I did not receive an email about the discount nor about the refund. I did however recently receive a bill due 01/07/05.
Think about that for just a sec. The last monthly payment I made was on December 6. Now I have an invoice that's due January 7. Well, I obviously didn't receive credit. Let me check my Paypal account to see if a refund was issued. Nope it sure wasn't.
All talk... it's just all talk.
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| Posted by ascii, 01-07-2005, 07:21 PM |
| Oh, I've got most of the files backed up. That isn't the issue.
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| Posted by Tina J, 01-07-2005, 08:06 PM |
| I'm not here to argue with you or "just talk" about this issue. What happened is a fact. We bought the Seraphex server from someone who, possibly inadvertantly, didn't give us a realistic picture of what was going on with the accounts or billing. We've lost $1000s in this deal that we will never get back. The customers got the short end of the deal and so did we.
As I said, we OFFERED the refund and 30% discount. We had alot of takers on that offer. You're continuing to be invoiced (NOT CHARGED) because we have no way to easily know if you've chosen to accept the offer to move to a new server or not. All you need to do is let us know that you wish to cancel and want a refund. Its that simple.
We're doing our best, without hurting our other customers, to allow the Seraphex customers to continue to host with us if they choose - by offering the 30% discount on *OUR* hosting packages. If you don't want to take that offer, that's certainly understandable under the circumstances. You don't know our reputation and you don't have any prior experience with us...you only know what you've been dealt with the Seraphex issue.
--Tina
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