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?

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.

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 :2 cents:

Seems too slow for something that important.

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.

Managed or unmanaged?

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.

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.

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.

Another webair success story

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

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.

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

imho your host is pretty slow.,

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

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

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

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...

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 !

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.

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.