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First, Hostgator is probably bigger than most of the "adult" hosts that spam this board combined. Just go over to WebHostingTalk forums and you'll see the feedback is strongly positive. They have a huge datacenter at "The Planet"
I have a few small sites hosted on a $10 account, as well funneling my email for several domains through them, and they've been reliable as hell. I've used support for a few minor things, and they've been quick and responsive. However, I would not use their shared accounts for high traffic, high resource, "mission critical" sites. That comment would apply to any shared/virtual host, since the other users on the machine can negatively effect things. My experience has been that HostGator provides a very reliable virtual service given those parameters.
Its unclear whether the server is down, or the problem is with your account. I would take a quick look on their BBS to see if other users are complaining about yuou server. They monitor that BBS pretty closely, and it wouldn't hurt to share your problem there. They do weekly backups, and I believe the restore charge is $15 for that. If you do your own backup using Cpanel, they will restore it for free.
I'm sorry you're having problems, but I can't think of any host I've ever used that doesn't have some.
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